Porcia Mathis
Macomb
Summary
Skilled Dispatcher with background in coordinating and directing vehicles, equipment, staff according to regulations and established policies. Known for strong problem-solving capabilities, clear communication skills, and ability to stay calm under pressure. Demonstrated success in optimizing routes, managing crisis situations effectively, and improving response times. In previous roles have enhanced operational efficiency significantly while maintaining high standards of safety. I have over 10 years of call center experience as well as taking inbound/outbound calls. I also have over 10 years experience in a Sales environment as well.
Overview
13
13
years of professional experience
Work History
Dispatcher
AAA Auto Club Group
Dearborn
06.2022 - Current
- Recorded results of service calls to create report summaries for senior management.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Documented services performed, operations information, and dispatch details in system.
- Recorded and maintained files or records of customer requests, work or services performed.
VOE SPECIALIST
Rocket Mortgage
Detroit
05.2016 - 06.2022
- Made outbound calls to verify customers employment.
- Calculated customers income to make sure that they would be approved for loan amounts to make a home purchase or refinance.
- Coordinated with other departments to ensure efficient workflow processes.
- Generated reports to track performance metrics of team members.
Member Service Representative
Sam's Club
Madison Heights
09.2012 - 05.2016
- Excelled in exceeding daily credit card application goals.
- Provided top quality control and eliminated downtime to maximize revenue.
- Promoted available products and services to customers during service, account management and order calls.
- Took special orders in person and over telephone, generating additional revenue every month.
- Responded promptly to emails from members seeking assistance.
Education
High School Diploma -
Northwestern High School
Detroit, Michigan06-2005
Skills
- Excellent Organizational Skills
- Customer service
- Employee training
- Service documentation
- Call management
- Data entry
- Performance tracking
- Time management
- Problem solving
- Effective communication
- Decision making
- Team collaboration
- Strategy development
Timeline
Dispatcher
AAA Auto Club Group
06.2022 - Current
VOE SPECIALIST
Rocket Mortgage
05.2016 - 06.2022
Member Service Representative
Sam's Club
09.2012 - 05.2016
High School Diploma -
Northwestern High School